THE CUSTOMER CARE TEAM

At Guinness, the satisfaction of our customers is of the utmost importance and we try to improve your shopping experience at all times. Unfortunately, we realise that there are sometimes unavoidable issues that arise. If you encounter difficulties when it comes to using this website or if you have an issue with any of our merchandise, our specially trained Customer Service team is at your beck and call.

For a quick reply, just email the team at service@guinnesswebstore.co.uk. The team will be on hand to answer all queries from 8am-7pm on weekdays and 10am-3pm on weekends and Bank Holidays. We will let you know that we have received your message immediately and will look to get back to you as soon as possible.

We also encourage you to check out our Help and Contact section as we answer host of frequently asked questions and you may find the answer to your question there.

UK STANDARD DELIVERY

Once you have placed your order on this website, your merchandise will be delivered within 2 working days (this excludes weekends and Bank Holidays). If you order on Friday for example, you should receive your goods by Wednesday the following week. All orders are sent out using the reliability of DHL and will cost you £4.95.

Delivery of your order can take place from 8am to 8pm and the delivery team may ask for a signature in order to release the goods. It is extremely important for you to note that you must be over Legal Purchasing Age in order to sign for any order from this website or any other Guinness Webstore.

The delivery team will leave a card explaining how the package can be picked up in the event that you are not available when the merchandise is delivered. As we are unable to deliver goods on a Bank Holiday, expect the order to be delivered the following working day.

UK EXPRESS DELIVERY

If you are in a hurry to receive your Guinness merchandise, UK express delivery is a realistic option. It will cost you £5.95 and as is always the case with products ordered from the Guinness Webstore, you must be over Legal Purchasing Age in your country in order to sign for any delivery.

If you order via UK express delivery by noon on weekdays, DHL will despatch the order on the same day. Orders placed after noon will be despatched on the following working day. Orders will not be despatched or delivered on weekends or Bank Holidays so bear this in mind before trying to order.

INTERNATIONAL DELIVERY INFORMATION

Please note that shipping on our international delivery option is charged on a flat rate which means the weight of the parcel does not matter. We are also delighted to announce that Standard and Express delivery services are on offer in the majority of countries we ship to.

Packages shipped using the Standard delivery service are not tracked whereas customers using the Express delivery service will find tracking information available.

All shipping costs are instantly computed at the checkout page once the service option and destination of the delivery are entered in order to ensure you don’t receive any unwelcome surprises.

Here is an outline of the cost and length of time for delivery:

In our experience, we believe that our international customers should use a work address rather than a home address as couriers only deliver the merchandise between the hours of 8am and 8pm and a signature will be required. All deliveries are dispatched through DHL.

Unfortunately, the customs and import charges placed on our merchandise by your home country are beyond our control and we cannot predict how much these charges will be. The parcel’s recipient is responsible for paying these fees. We believe it is prudent to contact your local customs office to find out more information about these charges.

In the event that you are not available when the delivery team arrives with your goods, the driver will leave a card with clear instructions on how to pick up your purchase. When signing for a Guinness Webstore delivery, you must be over your nation’s Legal Purchasing Age.

I HAVE RECEIVED A FAULTY ITEM

It is our mission to provide only premium quality merchandise so if you have any problems with a purchase, don’t hesitate to contact us. Our dedicated Customer Service Team is on hand to answer all questions and will lend a sympathetic ear. For immediate assistance, contact us on 0845 688 5115.

Our team is trained to handle all faulty item queries and complaints quickly and politely to the satisfaction of the customer. We need you to contact us as soon as a problem becomes manifest in order to have the issue solved as rapidly as possible. You can ensure speedy resolution by providing as many details about the fault and product in question as you can when on the phone to our Customer Service Team.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

As our goal is to ensure total customer satisfaction, we want to hear from you as soon as possible. Get in touch with our Customer Service Team today for a solution by phoning 0845 688 5115.

AN ITEM IS MISSING FROM MY ORDER

As our goal is to ensure total customer satisfaction, we want to hear from you as soon as possible. Get in touch with our Customer Service Team today for a solution by phoning 0845 688 5115.

You should go through each delivery note if you order multiple products in order to see if any merchandise has not yet been delivered. If you discover that an item is in fact missing, phone the Customer Service Team on 0845 688 5115. Alternatively, you can send an email with details of your issue to service@guinnesswebstore.co.uk.

It is a good idea to go through our delivery options to decide which is best suited to your needs.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

We are not responsible for the customs and import charges accrued as these are beyond our control. Charges of this nature are added when the delivery reaches its destination and must be paid by the recipient.

It is a known fact that the customs and import charges issued by each country varies and is constantly subject to change. Therefore, we believe you should contact your local customs office for clarification on the issue before you order to ensure you are not hit with extra fees you were not prepared for.

DO YOU DELIVER TO WORK ADDRESSES?

You will be delighted to know that we can deliver packages to your work address as well as your place of residence. In some instances, this may be the best solution as delivery takes place from 8am-8pm and if you know you will be at work during these hours, it makes sense to have the package delivered there.

However, you must be sure that either you or a trusted colleague will be available to receive the package as it needs a signature from someone of Legal Purchase Age. We regret to inform you that we cannot deliver merchandise to P.O Boxes.

OUR RETURNS POLICY

If you wish to return any of the goods purchased on Guinness Webstore, you can do so within 30 days. For a successful return, the item(s) in question must be in their original condition with all associated packaging. You can either get a full refund of the item or else replace it with the same product in a different size or colour.

When you return the goods, they are your responsibility until they arrive at our warehouse. The returned goods should be packaged in order to prevent damage. We cannot be held responsible for any products returned to us in error.

HOW DO I RETURN AN EXISTING ITEM?

We understand that there are occasions when you do not want the item after it has been delivered. We are eager to ensure satisfaction for all our customers so returning items of this nature is easier than ever before. You can receive a refund or get a replacement if you return it in good condition within 30 days of purchase. There is a simple 3 step process to successfully submitting a return which is outlined below:

1. Go to the reverse of the delivery’s paperwork and fill in the return section.
2. Place the product in its original packaging if possible and add the filled in returns form.
3. Please ensure that the returned product is in pristine condition.

That’s it! You will receive credit within 10 business days of the returned item reaching our warehouse. We do not refund any posting or dispatch fees incurred during this process.

It is important to note that Gourmet items are perishable food items and as such, cannot be returned once you have opened them.

MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE

Once your return has been processed, you will receive the full value of the goods in question. However, we do not refund delivery charges unless the whole order was faulty or else the order was cancelled under UK Distance Selling Regulations.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

First of all, we would like to apologise for this error and the inconvenience it has caused. If you find that a mistake has been made on the refund amount, please contact the Customer Service Team at 0044 845 688 5115 and they will do their best to rectify the situation as soon as possible.

There are certain instances where the amount you are to be refunded has been affected. For example, the delivery charge will have an impact and is only returned if the goods are faulty or else the order has been cancelled under the Distance Selling Regulations.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your returned goods have reached our warehouse, we prioritise your request as a matter of course.

If you are concerned that your returned goods have not yet reached our warehouse, give us the reference number of your return if you are using Recorded Delivery or any other tracking service.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED

We apologise for the inconvenience if we have inadvertently made an error during the processing of your request. If you have received a refund instead of a replacement item, it is likely that we were unable to exchange the returned item for the requested product. On such occasions, we will automatically give you a refund to allow you to purchase any other item you wish.

If you have received replacement goods in lieu of a return, contact our Customer Service Team immediately in order to receive a fast and satisfactory resolution.

I HAVE LOST MY RETURNS NOTE

Please contact our Customer Care Team on 0044 845 688 5115, or e-mail us at service@guinnesswebstore.co.uk for advice and assistance.

HOW DO I SEARCH FOR A PRODUCT?

We aim to make it as easy as possible to locate what you’re looking for on our Webstore which is why we offer multiple search options.

If you are in a relaxed mood, you can browse through our goods by clicking on the categories tab on top of the web-page and narrow down your search by choosing individual sections which are then split up into smaller product types.

If you already know what you want and need a quick search option, simply type the keywords related to the product into our search facility on the top right of the website and we will immediately display all pertinent items.

We also make purchasing a simple process too: Just click the ‘add to cart’ button and you will be taken to the checkout page. At this stage, follow the on-screen instructions and include payment and delivery details to conclude the purchase.

DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

When you set up an account with us, it is possible to make purchases in seconds because your delivery and payment details will be saved from the first time you entered them. Additional benefits of having an account include regular newsletters, discounts, special offers, easy access to limited edition items and order tracking.

You have the option to sign up now or else you can begin shopping for items and create your account at the checkout page. At Guinness, we’re all about making things as convenient as possible for our customers so we leave it up to you.

All you need to do is following the simple on-screen instructions and have your payment details and delivery address ready.

DO YOU HAVE A SIZE GUIDE?

At Guinness, we understand that one size does not fit all and the last thing we wish to do is send you items that don’t fit correctly.

All items of clothing have a size guide to help you choose the right garments. We even add fitting and washing tips to ensure your purchase fits as perfectly many months later as it did on the day you first bought it.

CAN YOU GIVE ME MORE INFORMATION ON A PRODUCT?

Our mission is to provide you with as much pertinent information about our products as we can to make the purchasing decision a stress-free one. Every product page contains details about the item including its size, care instructions, clear images and detailed descriptions.

However, we are always open to suggestions so if you feel that important product descriptions are missing, please don’t hesitate to call us and explain what you would like to see on our product pages.

HOW DO I PAY FOR MY ORDER?

In order to make things as easy as possible for our customers, we like to offer a wide range of payment options. On the checkout screen, you will find a list of debit and credit cards we accept. Please note that your security is of the utmost importance to us and we ensure that your details remain safe.

As part of our security arrangements and our commitment to combating fraud, all debit and credit cards are subject to strict validation and authorisation by us and the card issuer.

WHAT CURRENCIES CAN I USE?

At this moment in time, we only accept Pounds Sterling (GBP). We are hoping to accept Euros in due course.

WHEN WILL I BE CHARGED?

Once your credit/debit card has been approved, we will take payment when your order has been shipped. An email will be sent to the address provided which will confirm that your purchase has been successful.

Payment will never be taken if your card does not get authorised. If this happens, you will be contacted and the order will be ‘pending’. Our advice to you is to contact your card provider if such an issue arises.

Please don’t worry if your card is not initially authorised because in our experience, the majority of these problems can be quickly and easily solved to ensure your payment is authorised. It is important to note that on occasions when a payment is not authorised, the money is kept in reserve by the card provider which means it is not available to use for a certain period of time.

HOW DO I CHANGE DETAILS ON MY GUINNESS WEBSTORE ACCOUNT?

After you have signed up for an account, you can log into My Account at any time. Once signed in, you have the power to change all manner of information including delivery address, credit/debit card details, email address and even your password.

If you have not logged into your account for a long time, we recommend doing so now to ensure all your details are up to date.

I HAVE A DISCOUNT CODE, HOW DO I USE IT?

It is important for you to enter your code into the Promotion Code box on the checkout page. You need to click ‘update’ in order for the code to be added to your purchase.

Please note that if the discount code is not applied at this point, you will not be able to use it for that particular order. However, it may be possible to use the code for a future order.

Each code carries a set of terms and conditions and we advise you to read them before proceeding.

You are only allowed to use one discount code per order.

CAN I AMEND OR CANCEL MY ORDER?

We regret to inform you that an order cannot be changed once it has been submitted. This means you are unable to change the colour or size of an item, the delivery address and payment method and you also cannot remove or replace an item.

If the order has not yet been flagged for dispatch, you can cancel it. If you wish to do this, contact our Customer Service Team immediately with your order number. The team can cancel the order if it has not been dispatched and your credit/debit card will not be charged.

Once the order has been dispatched, it gains the status of a return so we advise you to study our Returns Policy for further information. If you have any queries, don’t hesitate to contact our Customer Service Team.

WILL AN ITEM BE RESTOCKED?

As our policy is to continue offering the latest Guinness products, we generally don’t restock items once they have been sold out. It is likely that we have items similar to what you are looking for in stock so use our ‘Refine Search’ option to narrow down your search.

You should not completely give up on a sold out item because we sometimes restock items due to popular demand. There is also the chance that someone returns the item you want because it is the wrong size or colour so keep your eye on the site!

For all other questions relating to products on the Webstore, contact the Customer Service Team today.

I AM HAVING TROUBLE WITH MY SHOPPING BASKET

Once you add an item to your shopping basket, it will remain there for the duration of your visit as long as you remain logged into your account.

After you leave the site or log out, all items are removed from your shopping basket and are now available for other customers to buy.

It is also a good idea to try deleting the cookies on your computer if problems with your shopping basket persist. Simply go to ‘Tools’ on your Internet browser, click on ‘Internet Options’, click ‘delete cookies’ and press ‘OK’.

I CAN'T SIGN INTO MY ACCOUNT

You need to log in if you wish to use your account to shop with us. In the event that your password or email address is not recognised, make sure that you are entering the password and email address used during your initial registration with us.

We have a convenient ‘Forgotten Your Password’ box located on the log in page and you can enter your email address in the box to quickly retrieve your password. It is possible to change your password, email address or any other details once you have signed in.

I STILL CAN'T SIGN INTO MY ACCOUNT/EMPTY SHOPPING BAG

If you have followed the tips above while deleting your cookies and still can’t log into your account or else you have issues with your shopping basket, contact our Customer Service Team for assistance.

It is important to note that if you have items in your shopping basket and are deleting your cookies, take note of the product code/name if you still wish to purchase it because your search history will probably be cleared.

IS IT SAFE TO ORDER ONLINE?

We understand your concerns but rest assured that Secure Sockets Layer (SSL) technology is used by this site to ensure that all potentially sensitive information your enter is encrypted for safety. Information such as your payment details, delivery address and name will all be protected by SSL. In the event that the information you enter is intercepted, it will be unreadable because the encryption makes it indecipherable.

We use a three-pronged approach to data safety:

• Authentication: This ensures that data you send goes to the correct server and that this computer server is safe to use and secure.
• Encryption: Data is encoded which means only the secure server can read it.
• Data Integrity: This makes sure that all data being transferred is not altered thanks to rigorous checks.

MY PAYMENT HAS BEEN DECLINED

First of all, it is important for you not to panic because there are a number of potentially simple explanations.

We recommend checking the details in your account to make sure that basic card details such as the issue and expiry dates are correctly entered. You may also have mistyped the number or even provided an incorrect billing address.

If you are sure that the correct details have been entered and the problem persists, try another card.

In the event that nothing is working, get in touch with our Customer Service Team.

I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

It can be a very irritating experience to find that an item you absolutely love is no longer in stock. We understand your frustration but it is important to remember that this Webstore receives an incredible amount of visitors on a daily basis and the most popular items can sell out rapidly. Therefore, it is important to be quick off the mark to avoid disappointment.

You should browse through our departments at the top of the webpage and use the sub-sections to quickly discover what you are looking for. An even quicker method of finding goods you are interested in is to type relevant keywords into our search box to be instantly greeted with a filtered set of results.

I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

We find that a number of consumer problems when it comes to website access are a simple matter of not having the latest updates and patches installed on their operating system. By their very nature, operating systems will provide you with update prompts and you can install the necessary updates in a matter of seconds.

If you still have problems when it comes to website access or purchasing goods, please get in touch with our Customer Service Team. When you contact our team of experts, try and have the following details available to facilitate a smooth troubleshooting process:

• Name of Operating System – Windows Vista, XP or Mac OS X
• Type of Internet browser being used – Mozilla Firefox, Internet Explorer 8, Google Chrome
• The URL you were attempting to access when the problem occurred - http://www.guinnesswebstore.co.uk/collectors-barwear/b/668880031
• When you discovered the problem
• If you received an error message, copy and paste it into the email you send to our Customer Service Team